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Note This documentation supports the 20.15.02 version of BMC Remedyforce.To view the latest or an earlier version, select the version from the Product version menu.

Enabling editing of submitted service requests

Warning

Important

After you enable a user to edit a submitted service request, editing will be possible only if no approval is required, or if all approvals are rejected and the fulfillment process has not started (no tasks or change requests are created for the service request manually or from the templates linked to the request definition). If you link task or change request templates to a request definition, editing will not be enabled for the service requests created from such request definitions.

In Self Service

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure Self Service tile, and from the menu, select Service Requests.
  3. Select the Enable editing of submitted service requests check box.
  4. Click save_icon.gif.

In Remedyforce Console when Incidents and Service Requests are segregated

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Application Settings tile, and from the menu, select Consoles.
  3. In the Individual View Settings section, from the For Selected Profiles list, select the user profiles for whom you want to enable editing of submitted service requests.
  4. Select the Enable editing of submitted service requests check box.
  5. Click save_icon.gif.

In Remedyforce Console when Incidents and Service Requests are not segregated

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Application Settings tile, and from the menu, select Custom Settings.
  3. On the Custom Settings page, click Manage for Remedyforce Settings.
  4. On the Remedyforce Settings page, click Edit for EnableEditSR.
  5. In the value field, enter True, and click Save.
Warning

Note

When you set the value of the EnableEditSR custom setting to True, users of all profiles who have access to the Remedyforce Console tab can edit submitted service requests. If you choose to segregate the Incidents and Service Requests modules, you can enable editing of submitted service requests for users of selected profiles.

 

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BMC Remedyforce 20.15.02